Customer Support Associate

Brilliant

2d•$24 - $24•Remote

About The Position

Brilliant is an innovative branded products and corporate gifting company. Built with our clients in mind and a focus on creativity and technology, Brilliant curates, produces, and helps companies distribute memorable branded merchandise and custom products. Whether it's newsworthy press kits, welcome gifts for new employees, merchandise sets to promote a product launch, or giveaways people love - our team of retail trend experts and designers work together to produce impactful products that bring brands to life. As a full-service partner, we offer product concepting, sourcing, design, custom packaging, merch collections, company stores, touchpoint gifting, warehousing, fulfillment and ئەnd distribution. Technology is part of our DNA. Our proprietary systems gives clients instantaneous access to important information and tools, including real-time inventory data, on-demand fulfillment services, and convenient 3rd party system integrations, such as Salesforce, Workday, and Zapier - reducing busy work and creating a seamless experience for gift givers and receivers.

Requirements

3+ years of experience in customer service within a fulfillment, distribution, or logistics environment
Demonstrated experience handling complex customer escalations and high-priority issue resolution with professionalism and urgency
Strong working knowledge of fulfillment processes including order management, shipping, and warehouse operations
Proven ability to manage multiple open issues simultaneously while maintaining accuracy and attention to detail
Clear, professional written and verbal communication skills, comfortable communicating directly with clients and internal stakeholders
Experience with warehouse ticketing systems - WMS, or ERP platforms
Comfortable working in a fast-paced environment with shifting priorities and time-sensitive demands

Responsibilities

Monitor the ticket queue throughout the day to ensure all open issues are progressing, prioritized correctly, and on track for SLA compliance
Partner with peers to identify tickets that are stalled, mis-categorized, or at risk of breaching SLA and take immediate action to move them forward
Ensure all tickets are documented accurately and completely, update and maintain client information in internal database
Proactively look for trends and suggest process improvements
Identify and route non-fulfillment customer issues to the appropriate internal teams ensuring clear handoffs, ownership and timely follow-through on resolution
Develop a thorough understanding of the project lifestyle, our software functionality, and how clients interact with our software and services
Triage escalated customer issues, including order discrepancies, mis-ships, damages, shortages and delivery exceptions. Flag high-risk or recurring escalation patterns to the Customer Support Manager with supporting data and recommended corrective actions.
Investigate escalated issues thoroughly and determining root cause before communicating resolution to the customer or client
Communicate resolution status to customers and internal stakeholders with clarity, professionalism, and appropriate urgency
Act as a working resource and knowledge partner for the customer support team — answering process questions, clarifying SOPs, and modeling best practices
Contribute to the development and maintenance of standard operating procedures, communication templates, and knowledge base documentation